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About Order.co

Order.co positions itself as a system of action for the office of the CFO, helping companies reimagine purchasing and payments through a shopping experience that feels intuitive and consumer-like. The platform combines embedded AI agents with integrated financial tools to change how businesses work with vendors.

For end users, the experience is designed to be simple and require no training. For finance and procurement teams, it provides a single platform to coordinate how the business should run, consolidating spend and data while automating procurement and finance work from requisition through reconciliation.

The company is focused on agentic commerce for B2B and aims to create a more predictive, prescriptive, and personalized experience for users. Founded in 2016 and based in New York City, Order.co supports nearly half a billion dollars in annualized spend across hundreds of customers, including WeWork, SoulCycle, Lume, and solidcore. It has raised $75M from investors including MIT, Stage 2 Capital, Rally Ventures, and 645 Ventures, and has been recognized by Spend Matters, Built In, and Inc. Magazine.

Role overview

As a Support Specialist I, you will be responsible for delivering strong customer support by quickly sorting through issues and resolving them in a timely way. The role calls for someone who takes ownership of customer concerns and follows them through to resolution. Success in this position requires speed, the ability to juggle multiple tasks, and a genuine interest in helping customers.

What you will do

Respond to a large volume of phone, email, and chat inquiries from customers and vendors in a prompt, professional manner.
Address questions, complaints, and requests for help while working toward fast and effective resolutions.
Investigate customer problems, troubleshoot technical issues, guide users on product usage, and escalate complex matters to the right internal team when needed.
Communicate clearly, concisely, and with empathy so customers can understand both the issue and the solution.
Set realistic timelines for resolution, keep customers updated, and maintain transparent communication throughout the support process.
Record customer interactions accurately, including the issue details and the actions taken to resolve them.
Partner with teams such as Account Management, Operations, and Product to share customer feedback, report bugs, and improve the overall customer experience.
Look for ways to improve support workflows and contribute ideas that make service more efficient and customer-friendly.

What you should bring

Excellent verbal and written communication skills.
Strong troubleshooting and root-cause analysis ability.
A customer-first approach with patience, empathy, and a calm demeanor.
Comfort handling multiple requests at once and managing time effectively.
High attention to detail for tracking cases and following through on actions.
Solid teamwork and cross-functional collaboration skills.
Adaptability and openness to learning new tools, systems, and processes.
Resilience and the ability to stay composed in stressful support situations.
Preference for candidates with at least 1 year of customer support or related experience, ideally in SaaS, e-commerce, or a startup environment.
Experience using CRM tools such as Zendesk is a plus.

Benefits and compensation

Competitive pay package, including stock options.
Medical, dental, vision, and wellness benefits.
Flexible time off.
Employer-sponsored 401(k) with matching.
Hourly pay is expected to fall between $24 and $27, with final compensation and title based on experience, qualifications, knowledge, and skills.

Support Specialist